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Customer Support Specialist
2 months ago
We are seeking a highly skilled Customer Support Specialist to join our team at The Access Group. As a key ambassador, you will be responsible for fostering excellent communication and maintaining positive customer relationships.
You will be a self-motivated and capable individual who can thrive in a fast-paced, dynamic environment. Your role will extend beyond routine support, as you will take initiative in driving improvement initiatives both internally and with customers, ensuring seamless user experiences with published versions of SHR applications.
Responsibilities- Provide application configuration and usage recommendations, becoming an expert on the use of all aspects of SHR applications.
- Receive and log requests for support from internal and external customers; investigate problems and other requests for support, determining appropriate actions to take.
- Deliver support to customers and investigate and resolve application errors, data discrepancies, and usage inquiries.
- Monitor the progress of requests for support and ensure customers and other interested parties are kept informed.
- Provide correct and timely responses to requests for support, suggesting modifications to application parameters, developing workarounds or site-specific enhancements, training internal and external customers, producing additional documentation, or escalating requests to development.
- Ensure all work is carried out and documented in accordance with required standards, methods, and procedures.
- Communicate effectively via phone and email, liaising with customers and stakeholders at all levels.
- Proven Hospitality experience (experience in reservations, operations, distribution).
- Excellent communication and documentation skills.
- Ability to prioritize requests, implement, and communicate timely solutions.
- Excellent analytical thinking - acquire understanding of situations by breaking down problems systematically into component parts and identifying the relationships between these parts.
- Attention to detail and quality, ensuring that nothing is overlooked.
- Ability to concentrate under pressure from hoteliers.
- Knowledge of hospitality distribution (GDS, OTAs, Channel Management, PMS, CRM, RMS).
- Knowledge of general IT infrastructures (hardware, databases, operating systems, local area networks).
- Knowledge of help desk procedures, corporate quality, and change management processes.
The Access Group is committed to a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. We welcome all qualified applicants and offer a dynamic and supportive work environment.
